Viewer Insights Analyst
The Walt Disney Company is a leader in entertainment and media, and they are seeking a Viewer Insights Analyst to join their Viewer Experience team. The role involves building reporting and generating insights to improve viewer support across various channels, while collaborating with teams to enhance data understanding and operational performance.
Responsibilities
- Develop, maintain, and enhance intuitive dashboards for diverse users, translating complex reporting needs into technical specifications, using custom calculations, parameters, filtering criteria, and aggregations
- Identify patterns and opportunities within VX and across the business. Create a common understanding of viewer support behaviors across all support channels
- Build intuitive presentations, interfaces, infographics, and visualizations to communicate data stories for both technical and non-technical audiences, catering to various communication styles
- Work closely with teams across departments to understand their data needs and provide valuable insights. Partner with global teams on diverse projects, providing expert guidance on defining and measuring success. Empower teams to iterate with agility
- Maintain data quality, identify gaps, and collaborate with data analysts to enhance the breadth and depth of available information for VX teams
- Stay updated on industry trends, emerging technologies, and advancements in data analytics. Apply this knowledge to enhance processes and introduce innovative solutions
Skills
- Bachelor's degree in a related analytical field or equivalent experience
- Minimum of 1 year of related experience or graduate degree in a related field, with a demonstrated aptitude for analytics
- Exceptional analytical & quantitative problem-solving skills with advanced knowledge of Excel
- Understanding of statistics concepts (e.g., hypothesis testing, regression analysis)
- Practical experience with data visualization tools such as Tableau, Looker, or Power BI
- Strong verbal and written communication skills with both peers and senior leadership
- Highly organized, efficient, and able to execute simultaneous projects in a fast-paced environment
- Systems knowledge: Salesforce, Google/Adobe Analytics, Tableau, or similar platforms
- Proficiency in SQL; familiarity with additional programming languages or data automation frameworks highly encouraged
- Experience with contact center tools, operations, and metrics (e.g., workforce management, CRM, QA platforms)
- Experience with self-service ecosystems (help centers, AI-powered virtual assistants, chatbots) including understanding of intent design, deflection strategies, and success metrics
- Familiarity with conversational design or natural language analytics (e.g., conversation tagging, intent classification, bot performance dashboards)
- Experience in the tech/entertainment space, or with a consumer-centered digital brand
- Comfort experimenting with emerging technologies and bringing forward innovative solutions that improve the viewer support journey
Benefits
- A bonus and/or long-term incentive units may be provided as part of the compensation package
- Full range of medical, financial, and/or other benefits, dependent on the level and position offered
- Disability accommodation for employment applications
Company Overview
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